Motto by Hilton New York City Chelsea

Good time, enjoyed our stay

8.0

Location and access were great

− Room was a little small

NYC

10.0

Location and staff were amazing.

Excellent hospitality

10.0

My husband is a lifetime diamond member and we stayed at the Motto for his recent business trip. NYC has a reputation for not having the friendliest of people, however, that is definitely not what we experienced at this establishment. We want to thank Edisson for his hospitality and graciousness. All the front desk people, Julian and Marissa, were excellent. I have food intolerances and the breakfast waitstaff/cooks were super accommodating. The rooms were cute and definitely “cleverly compact,” and once we found the drawers under the bed we were like, “oh, yea, super smart”. However, we never felt claustrophobic or anything. We highly recommend this place.

Extra fees added on for pretty much nothing

6.0

I have stayed here several times but just realized there are additional fees. It is convenient for that area. It is clean, basic and fine. The restaurant and bar are nice. The 2nd floor lounge is nice. The elevators are very crowded. There are no rooms without the bathroom sink being in the room. That is very annoying when you have more than 1 person in the room, as someone is always trying to get ready in the room at the sink, so you feel like you are in a dorm room. Be prepared for a $30/day additional fee that is pretty much snuck in called an "urban destination" fee. I called when I saw it on my bill after the fact to ask what it was because I wasn't told at check in. They said it was a "resort amenities fee". Resort haha! for the 2 bottles of water you get that have tags around them in the room that say $5, so who knew they were included. They offer you a $10/day food and beverage credit - but then turn around and say that is part of the urban destination fee - so it's not a credit really. Premium wi-fi (however when you login you only see basic as free even as a Hilton Honors member, which I am. The manager told me this fee is listed on the website (but I booked through a 3rd party) and inside the key envelope. lol Overall average and I won't be staying here again.

Guest review

5.0

− When we arrived at the hotel early in the morning, we were given the room category that we had paid for. Unfortunately, the toilet was not working properly, and there was a constant loud noise from the flushing system throughout the entire night. In the morning, maintenance came to check it, but they confirmed that it was broken and we were told that we would be moved to a different room. However, the replacement room we received was significantly smaller and was not the room category we had booked and paid for. There was much less space. When we complained, we were initially told that this was the room we had booked and that our original room had actually been an upgrade. Only after I showed the staff our Booking.com reservation and proved which room category we had paid for were we moved again, this time to a room similar to the original one, which thankfully was working properly. The entire situation was very frustrating and disappointing, especially after arriving so early in the morning, having to deal with a broken toilet throughout the night, and then being moved between rooms multiple times. In addition, I was told that all of the daily additional/resort charges would be removed from my bill. I believe these charges were around $34 per day, and we stayed for three nights. I specifically confirmed this **twice before checkout** - once the evening before and again in the morning -and on both occasions I was assured that the charges would be removed. However, during checkout, the front desk employee charged my card before we had even finished discussing the bill. When I noticed that the additional charges had still been included, I immediately pointed it out. A manager then came to the front desk and told me that it was my fault for not mentioning it before the card was charged. This was particularly frustrating because I was never really given the opportunity to do so -the employee processed the charge before we had even finished our conversation.

It was ok

7.0

The location

− A/C unit was too loud, we couldn’t sleep comfortably